Common Payment Issues

Payment Failed or Card Declined

When a family's payment fails, the most common causes are:

• Insufficient funds — the card doesn't have enough balance
• Card expired — the card on file has passed its expiration date
• Bank declined — the cardholder's bank rejected the transaction (often due to fraud prevention)
• Incorrect card details — wrong card number, CVV, or ZIP code

What to do

1. The family will see an error message during checkout explaining the issue
2. They can try a different card or contact their bank
3. You'll see the failed payment attempt in your Stripe Dashboard with the specific decline reason

Payouts Not Arriving

If you're not seeing payouts in your bank account:

1. Check your Stripe Dashboard — go to Payouts to see the schedule and status
2. Verify your bank details — ensure the routing and account numbers are correct in Stripe
3. Check payout schedule — Stripe pays out on a rolling 2-day basis by default
4. Account restrictions — if Stripe needs additional verification, payouts may be paused until you complete the requirements

Refund Not Showing Up

Refunds typically take 5-10 business days to appear on the family's statement. If it's been longer:

1. Check the refund status in your Stripe Dashboard
2. Ask the family to check their statement again — refunds sometimes appear as a separate line item rather than reversing the original charge
3. Contact Stripe support if the refund shows as "succeeded" but the family hasn't received it

Duplicate Charges

If a family reports a duplicate charge:

1. Check the enrollment and payment records in Joyn
2. Review the Stripe Dashboard for the specific transactions
3. If it's a genuine duplicate, process a refund for the extra charge
4. Duplicate charges sometimes appear temporarily on bank statements but resolve within a few days (authorization holds)

Still Having Issues?

If you can't resolve a payment issue, contact our support team and we'll help you sort it out. For Stripe-specific issues, you can also access Stripe's support directly from your Stripe Dashboard.